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Job Overview
Location
Oregon, USA
Job Type
Full-time
Category
Software Engineering
Date Posted
November 24, 2025
Full Job Description
đź“‹ Description
- • Own the entire lifecycle of Tier-3 customer support tickets for Apiiro’s application-security platform, acting as the final escalation point for our most sophisticated enterprise clients and ensuring every issue is resolved with precision and empathy.
- • Diagnose and debug complex, multi-layered problems that span source-control systems (GitHub, GitLab, Bitbucket), REST/GraphQL APIs, cloud infrastructure (AWS, GCP, Azure), CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps), containerized environments (Docker, Kubernetes), and relational databases (PostgreSQL, MySQL).
- • Build and maintain reproducible test environments that mirror customer deployments, enabling rapid root-cause analysis and the creation of detailed knowledge-base articles that reduce future escalations by up to 40%.
- • Partner daily with R&D and Product teams to translate customer pain points into actionable bug reports and feature requests, influencing the roadmap of a platform used by Fortune-500 engineering organizations.
- • Serve as a trusted technical advisor during customer onboarding and expansion, delivering tailored enablement sessions that accelerate time-to-value and secure long-term renewals.
- • Automate repetitive diagnostics and remediation tasks using Python, Bash, or PowerShell, freeing the team to focus on higher-order problem solving and reducing mean-time-to-resolution (MTTR) across the global support queue.
- • Monitor system health via Grafana or similar observability stacks, proactively identifying anomalies before they impact customers and orchestrating cross-functional war-room responses when incidents occur.
- • Craft crystal-clear status updates and post-mortems that distill intricate technical findings into business-friendly language for executives, engineers, and security stakeholders alike.
- • Champion a culture of continuous learning by mentoring junior support engineers, hosting internal tech talks, and curating an ever-evolving library of runbooks and troubleshooting playbooks.
- • Thrive in a remote-first, asynchronous environment where collaboration spans multiple time zones, leveraging Slack, Zoom, and modern ticketing tools to maintain tight feedback loops and a customer-first mindset.
- • Contribute to the evolution of Apiiro’s support processes—introducing SLAs, escalation matrices, and customer health scoring models that scale with hyper-growth and uphold a 95%+ CSAT target.
- • Stay ahead of the curve by researching emerging AppSec, DevOps, and cloud-native technologies, ensuring our support organization remains the undisputed expert on secure software development workflows.
Skills & Technologies
About Apiiro Ltd.
Apiiro provides application security posture management (ASPM) that unifies risk visibility across code, cloud, and business context. Its platform continuously analyzes repositories, CI/CD pipelines, and cloud environments to prioritize threats based on business impact. Using machine learning and graph technology, Apiiro maps application components, data flows, and ownership to detect secrets, vulnerabilities, and architectural risks early in development. The solution integrates with existing DevOps tools to automate remediation workflows and enforce security policies without slowing release cycles, helping organizations shift security left while maintaining developer velocity.
